"Our records indicate that you are not entitled to file one or more formsets" What does this mean? What do I do?

[elizabeththenurs]

I get a code from the IRS every year because of an identity theft issue years ago. I put that in, and checked if for accuracy. That doesn't seem to be the issue. Now what?

[Kat]

TurboTax Moderators have been notified of this issue.  It is under investigation.  Thanks for your patience.

[GabiU · Accepted solution]

Hello! Hopefully this helps.  

I get the message "not entitled to efile one of more formsets". 

Please troubleshoot with the options below. If needed, we will investigate your experience.
 Thank you for your participation and patience. 

a. Check Availability
 Please confirm all forms you are filing are available and supported to be e-filed. When will my forms be ready?

(The 8915-E Form is projected to be e-fileable starting 02/24/2021)

b. Sign out, Remove state and try again
 If all your forms are ready and available to be e-filed and you receive this message, please follow the steps below

1. Sign out of TurboTax.
2. Sign back in.
3. E-file the return again.

You may need to remove your state and prepare your state return again to move past the error and successfully e-file

c. Send us your tax file
Still receiving the message? We'd like to take a deeper look at your specific situation. Please attach screenshots, detailed instructions on where you are in the TurboTax Program and a token number. (This token number gives us your tax file with all your personal information removed)

TurboTax Online:  
Click Tax Tools in the menu to the left.
Click Tools, and then
Click Share my file with Agent.
A pop-up message will appear. Click OK to send the sanitized diagnostic copy to us.
Provide the token number that is generated onto this thread.

TurboTax Desktop:
Select Online menu if the customer is using Windows. Select “Help” if using a Mac.
Select Send Tax File to Agent.
A pop-up message will appear, and the customer will select, Send. If using Mac "Send Tax File to TurboTax Agent" 
Note: Desktop will save a file to your computer unless you uncheck the box.
Another message will appear. Provide the token number that is generated onto this thread.

[jingwv]

I cannot efile. Getting a message that says 

"Our records indicate that you are not entitled to file one or more formsets" 

Sent form to tax agent to further investigate and here is the number that was given

738080

[elizabeththenurs]

Thank you. Convoluted and time consuming, but your suggestions worked. I was able to file my federal taxes after deleting the state. Then, I had to do my state tax for the third time. I filed those, too. Done. 

[lbirardi]

token #751561

[EbonyL122824]

@lbirardi Can you clarify what you are wanting to do so that we can better assist you.

[lbirardi]

I am unable to file my returns. I get the message that "Our records indicate that you are not entitled to file one or more formsets".  I would like to know how to resolve this. According to the post I replied to, one way is to clear the state return and submit the federal but I can't do that since I already paid Turbotax.

[KatrinaLO]

If you are having issues and need assistance, please contact customer support. Please see the Customer Support phone number here. If you would like to reach out through our website, please see the TurboTax FAQ below for contact information: https://support.turbotax.intuit.com/contact/